Don Peppers’ blog posts are followed by nearly 300K on LinkedIn. He was among the first invited to be a LinkedIn Key Influencer when the program began in 2012. Today, he is one of LinkedIn’s top CX experts.

Don's Blog

Three Questions That Will Help You Make Business Decisions More Scientifically

Germany’s TeamBank AG, which lends to consumers under the brand name “EasyCredit,” has granted thousands of loans to consumers who do not fit the bank’s lending criteria. Millions of euros are lent out this way every year. Why do you think they do this? Are the bank’s lending officers just incompetent? Or perhaps they have…

Horror Films, Data Analytics, and Customer Journey Mapping

A Forrester analysis of customer journey-mapping tools, released this month, analyzes 13 different vendors, including Adobe, NICE, SuiteCX, Teradata, Kitewheel and others, examining each vendor in terms of: Data fusion, that is, how well a vendor can connect data across different journey steps to create a unified view of each individual customer’s experience; Design and…

How to Assign Responsibility for the Customer Experience – A Practical Idea

In two recent articles I suggested that: While customer experience initiatives seem to be in high demand, they aren’t fully implemented nearly as often as this demand might indicate, and A lot of political squabbles and internal conflicts will be exposed at your company once you make a sincere effort to see your company through the customer’s eyes….

The Dirty Little Secret Behind CX Initiatives, and Why They’re So Hard

In my last post I reviewed several factors that all contribute to the difficulty of pursuing a long-term customer experience improvement initiative, even though improving CX seems to be on every company’s wish list. But in addition to inattention, drifting priorities, overloaded managers, inadequate data and lack of tools, there is one additional, quite significant factor I…

Everyone’s Talking About the Customer Experience. So Why Aren’t More Companies Acting on It?

There’s no doubt that “customer experience” is one of the hottest topics in business today. And there’s a great deal of evidence that a better CX leads not just to increased customer satisfaction, but to reduced operating costs and improved sales, as well. Aside from minor tweaks and efficiencies, however, few companies seem able to make any…

How the Web Might Have Happened Even Without an Internet

Martha Rogers’ and my vision of how businesses could use interactivity to create relationships with individual customers, which we described in our 1993 book The One to One Future, was partly inspired by a business I had tried to start in 1990, working with my good friend and grad school pal Chip Elitzer. If you’re old enough…

Coming Soon: Even Big Companies Will Be Joining the Gig Economy

One of the most significant changes in the structure of our economy over the last few years has been the growth of what is widely referred to as the “Gig Economy.” The term is designed to capture all the ways in which individual workers are now offering their services for tasks (or “gigs”) that have…

Exploration vs. Exploitation: What’s the Right Balance for a Business?

The success of any complex system, from ant colonies to beehives to businesses, depends on striking a balance between exploiting known resources and exploring for new resources. Spend all your time eating food you already have, and you risk starvation when you run out. But spend too much time exploring for more food, and you’re…

5 Questions to Answer, to See Whether Your Company Has a Genuine Purpose

Every day it’s clearer that having a sense of purpose within a company is critical to its success in the modern economy. And not just any purpose, either. What a company needs is a mission that lies outside of the actual business operation itself – a purpose for the business other than simply “building the biggest X…

When to Trust Your Gut

Lots of business decisions are made purely on gut. And there are two schools of thought about this. Some people think that trusting your intuition is the right strategy in most situations, while others will argue that data and reasoning will always produce better decisions.